Host unable to connect to F-Secure Policy Manager Server after upgrading or installing F-Secure Client Security 14.x (or later)

Issue:

After upgrading or installing F-Secure Client Security 14.x, you encounter issues with communication. Symptoms include:

  • the host is unable to connect to F-Secure Policy Manager Server
  • the host is not visible on the "Import host" list in F-Secure Policy Manager Console.
However, the hosts might be able to download updates.

Resolution:

Note: Make sure that the F-Secure Policy Manager Server address is correct and that the host communication ports (default: TCP 80 and 443) are listening.

Test the connectivity between the clients and Policy Manager:

  1. Try to connect to the F-Secure Policy Manager Server's address via a web browser from one of the hosts (http://pms-server.local:80 and https://pm-server.local:443). If the connection is set up correctly, you will receive a web page from the F-Secure Policy Manager Server indicating so. If there is no page loaded, check that the host communication ports to the Policy Manager Server are allowed in your firewall.
  2. Make sure that you have configured the F-Secure Policy Manager Server IP address and/or hostname correctly and that the ports configured for host modules are correct. 
On the host running F-Secure Client Security, the following log contains details on the connection status with the F-Secure Policy Manager Server. You can use it to troubleshoot connection issues:
C:\ProgramData\F-Secure\Log\BusinessSuite\PmpSelectorPlugin.log

Below is an example of a failed connection:
 
2019-03-04 14:11:50.150 [10d8.1588]  I: Connecting to wait.pmp-selector.local
2019-03-04 14:11:50.150 [10d8.1588]  I: Update check failed, error=210 (unable to resolve host)
2019-03-04 14:11:50.150 [10d8.1588]  I: Connection failed
2019-03-04 14:12:50.871 [10d8.15a0] .W: ServerFinder::Ping: Ping to {host: 10.10.10.10, http: 82, https: 443} aborted. There are no valid certificates
2019-03-04 14:12:50.871 [10d8.15a0]  I: UpdatablePmCertVerifier::RenewCertificates: Renewing certificates from 10.10.10.10
2019-03-04 14:13:11.908 [10d8.15a0] *E: UpdatablePmCertVerifier::RenewCertificates: Failed to download certificate bodies. AsyncSendRequest failed: 12002
2019-03-04 14:13:11.908 [10d8.15a0] .W: CosmosUpdater::Run: No servers responded. Policy Manager unavailable.

Error 12002 means ERROR_WINHTTP_TIMEOUT > Client Security cannot connect to Policy Manager to fetch this list.
A complete list of Microsoft Windows HTTP Services errors is available here

Below is an example of a working connection:

2019-09-05 09:00:19.789 [0fd0.136c] I: UpdatablePmCertVerifier::RenewCertificates: Renewing certificates from 10.11.10.10
2019-09-05 09:00:19.839 [0fd0.136c]  I: UpdatablePmCertVerifier::RenewCertificates: 2 certificate(s) renewed successfully; expire in 86170 seconds

Article no: 000010321

Pricing & Product Info

For product info and pricing please go to the F-Secure product page

Version history
Revision #:
3 of 3
Last update:
‎09-10-2019 01:09 PM
Updated by: